TechOps-DE-AMS-IT Service Management Specialist-Senior

Service line - Position Title: TechOps - Senior – Digital Engineering Operations – IT Service Management Specialist

At EY, we’re all in to shape your future with confidence. 

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. 

Join EY and help to build a better working world. 

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

As an ITSM Special in EY GDS Tech Ops practice, you will design, implement, and manage ITIL-based processes (incident, change, problem management) to optimize IT service delivery and align technology with business needs. You will drive continuous improvement, monitor SLAs, and ensure robust IT governance, acting as a liaison between technical teams and stakeholders, and ensure alignment with EY’s quality standards and client expectations. This role requires a senior ITSM specialist with experience in managing, and driving adoption of ITSM processes, ITIL frameworks and continuous service improvements.

Your Key Responsibilities

• Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
• Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.
• Implement and manage ITIL processes such as Incident, Problem, Change, Release and Knowledge management.
• Analyze existing ITSM processes to identify inefficiencies or areas for improvement.
• Drive adoption and monitor adherence to established processes and recommend corrective actions when deviations occur.
• Document process workflows, policies, and procedures for consistency and clarity.
• Ensure ITSM processes comply with client expectations and EY delivery standards.
• Monitor, measure and improve Service level agreements, key performance indicators (KPIs) and metrics for ITSM processes.
• Analyze ITSM data (Incidents, Problems, Changes, Service Requests) to identify trends, patterns, and areas for improvement.
• Identify improvement opportunities for automation and AI to assist teams in delivering services.
• Collaborate with different teams to drive process adoption and continuous improvement.
• Drive Major Incident Management process, facilitate major incident bridges, ensuring effective communication, coordination, incident resolution, root cause analysis and problem resolution.
• Develop and deliver training programs on ITSM processes and tools.
• Support process audits, security assessments, and regulatory compliance efforts.
• Ensure compliance with EY’s risk management and security standards.

Skills and attributes for success

• Expertise in ITSM tools such as ServiceNow, monitoring tools and report & dashboard creation.
• Proven experience in implementing and managing ITSM processes in client engagement.
• Exposure to automation and monitoring toolsets, Predictive or Agentic AI and/or machine learning.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and analytical skills.
• ITIL V3 or V4 Foundation certification (required).

To qualify for the role, you must have

• Bachelor’s or Master’s degree in computer science, Engineering, or related field.
• 5-8 years of experience in IT Service Management, and process governance roles.
• Deep understanding of ITIL principles and frameworks.
• ITIL V3 or V4 Foundation certification

What we look for:

• Enthusiastic learners with a passion ITIL principles and frameworks and ITSM tools such as ServiceNow.
• Problem solvers with a proactive approach to troubleshooting and optimization.
• Team players who can collaborate effectively in a remote or hybrid work environment.
• Detail-oriented professionals with strong documentation skills.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today. 

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.

“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.